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Additional tasks for setting goals and deadlines

The following related tasks are not covered in the challenge that accompanies this module. Please review this content, which identifies different use cases and describes procedures for completing these additional tasks. These tasks are in scope for certification. Your exam may include questions on these tasks.

Setting goals and deadlines for case resolution

Encourage customer service representatives (CSRs) to resolve cases on time and enforce your service level agreements (SLAs) by setting goals and deadlines for a case type. SLA measurement starts when the case starts and ends when the case finishes.

For example, if a CSR of an insurance claim request does not resolve the request within a week, the urgency of this case rises and the manager of the CSR receives a notification.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. On the Settings tab, click Goal & deadline.

  3. In the Use Service-level agreement (SLA) list, define the SLA criteria:

    • To define custom criteria, select Custom SLA, and then go to step 4.
    • To reuse criteria from an existing service-level agreement, select Existing SLA. In the auto-complete field, enter the service-level agreement name, and then go to step 9.
    • To leave a case without an SLA, select Never, and then go to step 9.
  4. In the Calculate time from the start of section, select a method for calculating your goal and deadline times:

    • To start the calculation when a user creates an instance of your case type, select This case.
    • To start the calculation when the parent of your case type starts, select Parent case.
    • To start the calculation when the top-level parent of your case type starts, select Top level case.
  5. In the Goal section, in the Days and HH:MM:SS fields, enter the suggested resolution time for a case.

    For example: To indicate that the goal is a day, 6 hours, and 30 minutes, in the Days field, enter 1, and then, in the HH:MM:SS field, enter 06:30:00.
  6. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the goal elapses.

  7. In the Deadline section, in the Days and HH:MM:SS fields, enter the required resolution time for a case.

  8. In the Increase urgency by field, enter a value by which you want to increase the current case urgency when the deadline elapses.

  9. Click Save.

Note: At run time, your application detects when the goal and deadline are not met, and adjusts the urgency of the assignment. To see how much time you have left to complete a case, refer to the header of the form.

  • Building case types

    After you identify the main elements of your case types, and the relationships and dependencies in a case type hierarchy, start dividing your business cases into smaller parts so that you can use Pega Platform to visualize and then process your work to achieve your goals.

  • Case types

    Save time and maximize efficiency when you implement similar business processes by defining case types. A case type is a visual representation of your business process, and a template for work that you can reuse for multiple instances of your business process. By creating a case type, you define the ultimate goal of a business process, the path that the case must follow to a resolution, the people who are involved in processing the case, and the data that the case requires.

  • Setting goals and deadlines for stages, processes, and steps

    Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAs) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that CSRs follow the timeline that you agree on with your customers.

  • Defining an escalation action for a case

    Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.

Defining an escalation action for an incomplete assignment

Reduce the risk of unfinished work in a case by defining an escalation action, such as a notification to the manager. The manager receives the notification when an assignment exceeds its goal or deadline.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. In the upper-right corner of the Workflow tab, click Life cycle.

  3. In the Case life cycle section, click an assignment with a custom goal and deadline.

    For more information, see Setting goals and deadlines for stages, processes, and steps.

  4. In the step property panel, click Goal & deadline.

  5. In the Goal section, indicate what action to take when an assignment exceeds its goal:

    • To send an email notification, in the Action list, click Notify, and then select the users to whom you want to send the notification, for example, Manager.
    • To reassign the assignment, in the Action list, click Reassign to, and then specify the user or work queue to whom you want to reassign the assignment.
    • To resolve the case, in the Action list, click Resolve, and then select the status for the resolved case, for example, Resolved-Withdrawn.
  6. In the Deadline section, define an escalation action by repeating step 5.

  7. Click Save.

  • Assignment shapes in flows

    Assignment shapes represent tasks that users complete in a flow. To ensure that your business process meets all your unique requirements, you can add an assignment shape for each place in the business process that requires human judgment and input.

  • Collecting information from a user

    Gather the information that your business process requires by creating an assignment to collect that data from users. For example, a customer service representative can enter personal details and income information from a client during the loan request process.

Defining an escalation action for a stage and a process

Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business cases.

Before you begin: Define notification channels. For more information, see Notification channels.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. In the Case life cycle section, click the element of a case life cycle for which you want to define an escalation action:

    • To send a notification after a goal or deadline for a stage that elapses, click the stage.
      Note: You cannot set an escalation action for the Create stage because the Create stage collects data before case processing starts. For more information, see The Create stage.
    • To send a notification after a goal or deadline for a process that elapses, click the process.
  3. In the properties panel, click the Goal & deadline tab.

  4. From the Use Service-level agreement (SLA) list, select Custom SLA.

  5. In the Goal section, in the Notify subsection, select recipients of the notification:

    • To notify a creator of the case, select Creator.
    • To notify the participants of the case, select Participants.
  6. If you select to notify participants, click Manage participants, select the case participants that you want to notify, and then click Done.

  7. In the Message subsection, select a message type:

    • To send a standard notification, select Use default message.
    • To compose an email message, select Compose a message, provide a subject, click Compose, enter your message, and then click Done.
  8. In the Deadline section, create a notification by repeating steps 5 trough 7.

  9. Click Save.

Note: Notify users that work on mobile devices about elapsed goals and deadlines by enabling push notifications. For more information, see Sending push notifications about case events.

  • Setting goals and deadlines for stages, processes, and steps

    Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAs) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that CSRs follow the timeline that you agree on with your customers.

  • Defining an escalation action for a case

    Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.

Defining an escalation action for a case

Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. In the case working area, click the Settings tab, and then click Goal & deadline.

  3. In the Goal section, in the Notify subsection, select recipients of the notification:

    • To notify a creator of the case, select Creator.
    • To notify the participants of the case, select Participants.
  4. If you select to notify participants, click Manage participants, select the case participants that you want to notify, and then click Done.

  5. In the Message subsection, select a message type:

    • To send a standard notification, select Use default message.
    • To compose an email message, select Compose a message, provide a subject, click Compose, enter your message, and then click Done.
  6. In the Deadline section, create a notification by repeating steps 3 trough 5.

  7. Click Save.

  • Defining an escalation action for a stage and a process

    Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business cases.

  • Setting goals and deadlines for case resolution

    Encourage customer service representatives (CSRs) to resolve cases on time and enforce your service level agreements (SLAs) by setting goals and deadlines for a case type. SLA measurement starts when the case starts and ends when the case finishes.

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